DTWLAX
Topic Author
Posts: 655
Joined: Sun Aug 16, 2009 4:19 pm

DL Website - Not At All User-friendly

Wed May 05, 2010 2:43 am

I know there have been posts earlier about how useless the DL website is when it comes to searching for flights...
but please bear with my rant here...

I spent a good couple of hours searching for flights from LAX to BOM and back and came up with several problems.

I wanted to search by schedule but when I do that, the search results display a long list of 10 different flights.
But when I looked into detail, I was surprised to see that there were just 3 itineraries.
Each itinerary has 5 combinations with just different codeshare flight numbers.
On the outbound segment, first 5 options were all LAX-DTW-AMS-BOM departing LAX at 11:00 am.
Next 5 options were LAX-MSP-AMS-BOM departing at 10:30 am. The LAX-MSP-AMS segment has the same flight number but different equipment (A320 & A333). But the website just cannot show the different seating plans for that segment.
Next 5 are for the 9:10 departure via DTW.

On the return segment, the hilarious part is the website shows 2 different timings for the AMS-LAX flight.
Under the KLM flight number, the time is 10:40 am departure from AMS arriving LAX at 12:40 pm.
Under the DL flight number (also mentions it is operated by KLM) the time shows a 11:00 am departure from AMS & arriving at LAX at 1:00 pm.
I know this will not make a big difference in connections, but it is surprising how delta.com cannot even figure out the correct times for the KLM flight.

Whats more, searching by schedule displays flights only through DTW or MSP... nothing through ATL, SEA or JFK.

No flights for KE as before.

The dates are May 27 - June 21 if anybody is curious.

Rant over
 
JKJ777
Posts: 207
Joined: Thu Aug 02, 2007 1:47 pm

RE: DL Website - Not At All User-friendly

Wed May 05, 2010 2:59 am

If I remember correctly, and I do, DL has won numerous awards over the years for the quality, simplicity, and user friendly aspects of their website. As a frequent traveler, I quite prefer their site over the likes of other legacy carriers.
It is all subjective to the person I guess. Good luck with your search.......
 
PSU.DTW.SCE
Posts: 6104
Joined: Mon Jan 28, 2002 11:45 am

RE: DL Website - Not At All User-friendly

Wed May 05, 2010 3:32 am

delta.dumb is a very poor website. Even the current executives at DL acknowledge this. Remember that initially after ther merger they were going to leverage more of the NW IT platform and nwa.com but after further due-dilligence they found that the integration and conversion efforts were going to be much more costly and risky.

That said, DL has committed to completely overhauling their website in the next 12-18 months. Not just a makeover, but essentially a whole new site from the ground up.

They know about all the shortcomings, issues, and things that were better over on the nwa.com site. For the past 18 months, they have been focused on keeping things going operationally and navigating the merger and integrating IT systems. Now that the dust has settled and what has been a very seamless transition, they can now focus all off the improvements and nice-to-haves that were tabled during the merger efforts.

I agree, the flight search engine is absolutely terrible.
 
BMI727
Posts: 11099
Joined: Mon Feb 02, 2009 9:29 pm

RE: DL Website - Not At All User-friendly

Wed May 05, 2010 3:38 am

At first I liked DL's site, but now I am starting to dislike it. It seems much better for domestic flights, but that@could just be perception. Either way, using Kayak might work better.
Why do Aerospace Engineering students have to turn things in on time?
 
DTWLAX
Topic Author
Posts: 655
Joined: Sun Aug 16, 2009 4:19 pm

RE: DL Website - Not At All User-friendly

Wed May 05, 2010 3:42 am

Quoting JKJ777 (Reply 1):
If I remember correctly, and I do, DL has won numerous awards over the years for the quality, simplicity, and user friendly aspects of their website

DL has won awards for showing 2 different timings for the same flight in the same search?
It is not just today, but that KLM flight timing has been that way since the last 3-4 days on the site.
 
dl767captain
Posts: 1206
Joined: Wed Mar 07, 2007 8:51 am

RE: DL Website - Not At All User-friendly

Wed May 05, 2010 3:51 am

I'm not sure why people think delta.com is so bad, I find it much easier to use than continentals, Americans, or uniteds. I find us airways and delta reservation systems the most user friendly and clearly laid out
 
Osubuckeyes
Posts: 1687
Joined: Mon Mar 01, 2004 10:05 am

RE: DL Website - Not At All User-friendly

Wed May 05, 2010 4:24 am

Quoting BMI727 (Reply 3):
using Kayak might work better.

I have found that every airlines' site has major drawbacks when trying to find flights unless your search is extremely specific. I would not include WN in this as their website IMO is lightyears ahead of all the other airlines. I usually do my searching on Kayak because of its ease and flexibility, and then go to delta.com or wherever to purchase.
 
n7371f
Posts: 937
Joined: Fri Jul 04, 2008 3:54 pm

RE: DL Website - Not At All User-friendly

Wed May 05, 2010 4:27 am

Quoting JKJ777 (Reply 1):
If I remember correctly, and I do, DL has won numerous awards over the years for the quality, simplicity, and user friendly aspects of their website. As a frequent traveler, I quite prefer their site over the likes of other legacy carriers.
It is all subjective to the person I guess. Good luck with your search.......

Yeah the awards Delta has won for its website are from that Business Traveler Magazine which is hardly a juggernaut of unbiased aviation reporting. In fact, you can basically only find BT Magazine in...suprise...a Delta Club! So those awards are mostly garbage.

As for being simple - perhaps. But many of us need a website that can do more than book a one-way ticket...and doesn't list different prices or miles every time you search.
 
isitsafenow
Posts: 3413
Joined: Sun Feb 01, 2004 9:22 am

RE: DL Website - Not At All User-friendly

Wed May 05, 2010 4:54 pm

Quoting n7371f (Reply 7):
Yeah the awards Delta has won for its website are from that Business Traveler Magazine which is hardly a juggernaut of unbiased aviation reporting. In fact, you can basically only find BT Magazine in...suprise...a Delta Club! So those awards are mostly garbage

Agreed.. I never was a big fan of the DL website. I liked the Northwest site and peeked at it almost daily.
safe
If two people agree on EVERYTHING, then one isn't necessary.
 
PI4EVER
Posts: 624
Joined: Wed May 06, 2009 10:29 pm

RE: DL Website - Not At All User-friendly

Wed May 05, 2010 5:58 pm

I would have hoped DL would have acted on the website issues quicker than the next year or so. There has to be easy and quick fixes to problems when you use the price or schedule link to find the best fares and schedule. I would be surprised the "higher ups" are really in tune with the problems the website presents to a potential customer trying to buy a seat. Regrettably, I feel DL is losing a significant amount of revenue because one of their largest distribution channels is NOT user-friendly.
In fairness you can't compare the simplicity of WN and FL to the likes of a DL and its flight network; however, in comparison to AA, UA, CO, and even US and knowing what the old NW offered (and I wasn't a big fan of nwa.com either) I have a hard time understanding why a directive has not come down the line to start working on this beast now. It is costing DL a lot of money beyond their own revenue management processes that can route a customer over multiple connections when on a multi-city, point-to-point basis a savvy enough customer can find a like or better fare and schedule. Connections to/from international gateways (particularly LAX and JFK) are prime examples.
But what do I know? Forty years in the airline and travel system business. Sales, and revenue/yield management experience. And a customer (for my clients too) who is always looking for the best service, at the best - but not always THE CHEAPEST - price.
I work hard for the money.........
Thomas
watch what you want. you may get it.

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